The Role of Social Media in Supporting the WhatsApp Complaint Channel of Surabaya City Government

Abstract

Digital transformation has become an indispensable strategy for governments to maintain public service delivery during times of uncertainty and crisis. In Surabaya, the Deputy Mayor launched an innovative WhatsApp Complaint Channel as a direct communication line between citizens and government. To broaden its reach, the program was promoted through the official Instagram and TikTok accounts @cakj1, opening a new space for citizens to express support, voice concerns, and provide constructive feedback. This study aims to explore how public comments on the TikTok announcement contribute to the effectiveness of the complaint channel. Employing a qualitative descriptive approach with interpretive point-of-view analysis, the research examines selected citizen comments to identify patterns of appreciation, social legitimacy, and factual complaints. The findings reveal that beyond mere expressions of support, TikTok comments function as participatory inputs that can accelerate problem-solving and enhance government responsiveness. This highlights the strategic role of social media not only as a promotional tool but also as a collaborative arena for strengthening public trust and inclusiveness in digital governance.